Maria Erica Liwanag Pangilinan
Virtual Assistant, Customer Support
Open to work
Maria Erica Liwanag Pangilinan
Detail‑oriented and client‑focused professional with 13+ years of experience in data entry, office administration, technical support, and executive assistance. Adept at handling IT‑related concerns while ensuring accuracy and efficiency in all tasks. Strong communication skills with proven ability to deliver exceptional customer service and support in fast‑paced environments.
Batangas, Philippines
ContactMagic Inc (Botrista)
Handle incoming calls and emails, serving as the first point of contact for clients and internal teams.
Perform triage on upcoming cases, prioritizing and assigning tasks to ensure timely resolution.
Monitor case progress and enforce compliance with SLA (Service Level Agreements).
Communicate with escalation teams for processing orders, replacements, sending parts, and booking technicians.
Provide basic troubleshooting support to assist in resolving customer issues efficiently.
Act as the main liaison across departments, ensuring smooth communication and coordination on cross‑functional issues.
Concentrix
Tech Advisor, Customer Service - HP Inc→ Delivered technical advice, guided customers through HP Instant Ink enrollment, and provided troubleshooting for printers.
Tech Support, Customer Service - Virginmedia Ireland→ Resolved broadband, TV, and phone service issues to ensure reliable connectivity.
Teleprformance
Tech Support, Customer Service Telstra → Assisted customers by troubleshooting connectivity, device, and service issues.
Mercury Drug Corp
Maintained financial records, processed transactions, reconciled accounts, and supported accurate reporting.
BS Information Technology
National Teachers College
Focus: BS Secondary Education
STI College Cubao
GPA: 2.01